Stellah Mukami Wamaitha
Customer Support Specialist
Nairobi
Summary
Dedicated and passionate Customer Support Specialist with experience in solving problems creatively and using tact and diplomacy to achieve excellent outcomes.
Enhances Client experiences by employing service-oriented behavior, understanding customer's desires, and providing resourceful solutions to build loyalty.
Open-minded, ambitious, and an expert at providing relevant information and options to successfully resolve issues. Proficient in customer service skills and deliver excellent services to assist customers from different backgrounds. Seeking challenging opportunities to fully use personal skills for the success of the organization and strongly believe in teamwork and time management.
Overview
5
5
years of professional experience
16
16
years of post-secondary education
2
2
Languages
Work History
Customer Support Specialist
Deel
San Fransisco
02.2023 - Current
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Evaluated customer issues to determine areas in need of improvement and implement proactive corrections by taking ownership.
- Efficiently worked through tickets via chat and email.
- Actively contributed to culture where fair treatment of customers was priority.
Call Center Agent (LUHS REPRESENTATIVE)
ZEPZ
Washington, DC
07.2022 - 02.2023
- Delivered exceptional customer service to every customer sharing extensive knowledge of products and services and creating welcoming and positive experience.
- Guided users through onboarding and offboarding process.
- Demonstrated high ability to provide customer satisfaction through empathy and problem-solving.
- Answered over 50 inbound calls responding to customer's questions about products and services.
- Responded to emails in between calls and solved over 30 tickets per shift.
- Responded to and resolved requests raised by users, using tools such as Zendesk and internal resources such as macros.
- Identified patterns in customer feedback and translated those into suggestions for improving customer experience.
- Participated in regular training and team meetings.
Call Center Representative (UPS REPRESENTATIVE)
SendWave
Washington, DC
07.2021 - 02.2023
- Completed over 60 inbound calls per shift to deliver excellent support
- Fully verified users' accounts and escalated any flags in accounts to managers.
- Assisted new users in setting up their accounts and moving swiftly with onboarding process by fully explaining about products and services we offer to users.
- Responded to customer requests for services and company information.
- Recommended solutions to complex situations through research and critical thinking.
- Contacting our partners about delivery status of transactions made by users.
- Updating users on delays and partner downtime and also troubleshooting.
- Efficiently worked through tickets via phone calls, chat, and email.
- Continuously learned skills to keep up to date with product features and changes.
Customer Support Specialist
Influx
The Commons Collingwood
09.2020 - 05.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Replied to constant flow of customer emails with minimal wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Recommended products to customers, thoroughly explaining details.
- Served customer account and technical needs across 50+ daily emails, consistently meeting productivity and quality targets.
Sales Representative Assistant Manager
Kendan Power Systems
Mombasa
11.2019 - 06.2020
- Monitored customer buying trends, market conditions, and competitor actions to adjust strategies and achieve sales goals
- Assisted sales team with completing customer transactions and managing issues.
- Ran weekly inventory reports to verify highest-grossing products were properly stocked and readily available.
- Held weekly meetings with director to identify techniques to overcome sales obstacles.
- Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets.
- Identified opportunities and cultivated new business through 10+ new cold calls per week
Customer Service Representative
Alfrex International Limited,
Mombasa
12.2018 - 07.2019
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Contacted clients to verify account information and maintain accuracy, resulting in 60% increase in client satisfaction
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Sought ways to improve processes and services provided.
Education
Bachelor of Science in Analytical Chemistry - Analytical Chemistry
University of Nairobi
Nairobi Kenya 09.2018 - 04.2022
Certificate - Computer And Information Sciences
Christian Industrial Training Collage
Mombasa,Kenya. 02.2018 - 06.2018
High School Diploma -
St Claire's Girls High School
Ruiru,Kenya. 02.2014 - 11.2017
Primary School Diploma -
Handege Primary School
Kenya 01.2006 - 11.2013
Skills
Communication skills
Hobbies
Community service
Reading
Scouting
Camping
Volunteer Work
Timeline
Customer Support Specialist
Deel
02.2023 - Current
Call Center Agent (LUHS REPRESENTATIVE)
ZEPZ
07.2022 - 02.2023
Call Center Representative (UPS REPRESENTATIVE)
SendWave
07.2021 - 02.2023
Customer Support Specialist
Influx
09.2020 - 05.2021
Sales Representative Assistant Manager
Kendan Power Systems
11.2019 - 06.2020
Customer Service Representative
Alfrex International Limited,
12.2018 - 07.2019
Bachelor of Science in Analytical Chemistry - Analytical Chemistry
University of Nairobi
09.2018 - 04.2022
Certificate - Computer And Information Sciences
Christian Industrial Training Collage
02.2018 - 06.2018
High School Diploma -
St Claire's Girls High School
02.2014 - 11.2017
Primary School Diploma -
Handege Primary School
01.2006 - 11.2013
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